Chapter 7

E-Mail
Messages
and Memos
Business
Communication:
Process and Product,
6e
Mary Ellen Guffey
Copyright 2008

E-Mail Messages and

Memos
The Writing
Process

Structure
and Format

Smart E-Mail
Practices

Typical E-Mail
and Memos

Mary Ellen Guffey, Business

Ch. 7,

The Writing Process

Prewritin
g

Analyze
Anticipate
Adapt

Do I really need to write?

E-mail or hard copy
memo?
Why am I writing?
How will the reader
react?
How can I save the
readers time?

Mary Ellen Guffey, Business

Ch. 7,

The Writing Process

Writing
Research
Organize
Compose

Check files.
Collect information.
Study relevant
documents.
Make an outline.
Write a first draft.

Mary Ellen Guffey, Business

Ch. 7,

The Writing Process

Revising
Edit
Proofread
Evaluate

Revise for clarity.

Revise for
correctness.
Plan for feedback.

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Structure
and Format
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

1.Opening
2.Body
3.Closing
Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Subject
Lines
Date:
Date:
To:
To:
From:
From:
Subject:
Subject: New
New Employee
Employee Fitness
Fitness
Center
Center

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Subject
Lines
Date:
Date:
To:
To:
From:
From:
Subject:
Subject: Your
Your Vacation
Vacation Request
Request
Deadline
Deadline

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Subject
Lines
Date:
Date:
To:
To:
From:
From:
Subject:
Subject: Sending
Sending Feasibility
Feasibility Report

The headline of your memo.

Summarize the main idea.
Use nouns and phrases,
not complete sentences.
Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Opening
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

1.Opening
Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Opening

Start directly; amplify the main idea.

Indirect Opening
This
This is
is to
to inform
inform you
you that
that we
we must
must
complete
complete the
the annual
annual operating
operating budgets
budgets
smoothly.
smoothly. Over
Over the
the past
past two
two months
months
many
many supervisors
supervisors have
have expressed
expressed
concern
concern about
about their
their departmental
departmental
budget
budget needs.
needs.

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Opening

Start directly; amplify the main idea.

Direct Opening

All
All supervisors
supervisors and
and coordinators
coordinators will
will
meet
meet June
June 30
30 at
at 10
10 a.m.
a.m. to
to work
work out
out
the
the annual
annual operating
operating budgets
budgets for
for all
all
departments.
departments.

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos: Body

Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

2.Body
Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos: Body

Explain
Explain and
and discuss
discuss the
the topic.
topic.
Introduce
Introduce relevant
relevant details
details or
or examples.
examples.
Use
Use graphic
graphic highlighting
highlighting to
to enhance
enhance

reading,
reading, comprehension,
comprehension, and
and retention.
retention.
Consider
Consider columns,
columns, headings,
headings,
numbered
numbered or
or bulleted
bulleted lists,
lists, and
and so
so
forth.
forth.

Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Closing
Date:
Date:
To:
To:
From:
From:
Subject:
Subject:

3.Closing
Mary Ellen Guffey, Business

Ch. 7,

E-Mail and Memos:

Closing
To end the message, you have
the following options:
Action information
Dates or deadlines
Summary of the message
Closing thought
Mary Ellen Guffey, Business

Ch. 7,

2 inches from top

Formatting
Hard-Copy
DATE:
Current
DATE:
Current
TO:
Dawn
TO:
Dawn Stewart,
Stewart, Manager
Manager 1blank line
Memos
FROM:
Jay
Murray,
FROM:
Jay Murray, Vice
Vice President
President
Sign your initials

M
J
SUBJECT:
SUBJECT: Telephone
Telephone Service
Service Request
Request Forms
Forms

blank lines Align items 2 spaces after Subject

To
To speed
speed telephone
telephone installation
installation and
and improve
improve service
service
within
within the
the main
main facility,
facility, we
we are
are starting
starting aa new
new application
application
procedure.
procedure.
Service
Service request
request forms
forms will
will be
be available
available at
at various
various
locations
locations within
within the
the three
three buildings.
buildings. When
When you
you require
require
telephone
telephone services,
services, pick
pick up
up aa request
request form
form at
at your
your
nearest
nearest location.
location. Fill
Fill in
in the
the pertinent
pertinent facts,
facts, obtain
obtain
approval
approval from
from your
your division
division head,
head, and
and send
send the
the form
form to
to
Brent
Brent White.
White.

At least
Please
1-inch
Please call
call me
me at
at 451-0593
451-0593 ifif you
you have
have any
any questions
questions
side
about
about this
this new
new procedure.
procedure.
margins
Mary Ellen Guffey, Business
Ch. 7,

DATE:
DATE:
TO:
TO:
FROM:
FROM:
SUBJECT:
SUBJECT:

Current
Current
Kim
Kim Johnson,
Johnson, Corporate
Corporate Communications
Communications
Tim
Tim Rudolph,
Rudolph, CEO
CEO
New
New Policy
Policy

BeforeIneffective
TR
Request Memo

This
This memo
memo is
is written
written to
to inform
inform you
you that
that II continue
continue to
to receive
receive
disturbing
disturbing reports
reports about
about the
the misuse
misuse of
of e-mail
e-mail by
by employees.
employees. In
In
the
the course
course of
of the
the past
past three
three months
months II have
have heard
heard of
of defamatory
defamatory
messages,
messages, downloads
downloads of
of pornography
pornography for
for all
all staff
staff to
to see,
see, and
and
even
even aa basketball
basketball pool
pool that
that turned
turned into
into aa gambling
gambling operation.
operation.
In
In view
view of
of the
the foregoing,
foregoing, II am
am herewith
herewith instructing
instructing your
your office
office that
that
an
an e-mail
e-mail policy
policy for
for the
the staff
staff is
is needed.
needed. By
By October
October 11 aa rough
rough
draft
draft of
of aa policy
policy should
should be
be forthcoming.
forthcoming. At
At the
the very
very minimum
minimum it
it
should
should inform
inform each
each and
and every
every employee
employee that
that e-mail
e-mail is
is for
for
business
business only.
only. Employees
Employees must
must be
be told
told that
that we
we reserve
reserve the
the right
right
to
to monitor
monitor all
all messages.
messages. No
No pictures
pictures or
or attachments
attachments should
should be
be in
in
the
the e-mail
e-mail system
system without
without there
there being
being aa valid
valid reason.
reason. And
And we
we
should
should not
not be
be using
using e-mail
e-mail to
to be
be saying
saying anything
anything about
about personnel
personnel
matterssuch
matterssuch as
as performance
performance reviews
reviews and
and salaries.
salaries.
IfIf you
you have
have any
any questions,
questions, do
do not
not hesitate
hesitate to
to call.
call.

Mary Ellen Guffey, Business

Ch. 7,

Memo Revision: Critical

1.What
is the purpose
of the routine
Thinking
Questions
request?
2.How effective is the subject line?
3.Is the opening direct or indirect?
4.What does the writer want the reader to
do?
5.How should the memo begin? What
should
be in the body?
6.What highlighting techniques could be
used?
7.What
should
be included
Mary Ellen
Guffey,
Business in the closing?
Ch. 7,

DATE:
DATE:
TO:
TO:
FROM:
FROM:
SUBJECT:
SUBJECT:

Current
Current
Kim
Kim Johnson,
Johnson, Corporate
Corporate Communications
Communications
Tim
Tim Rudolph,
Rudolph, CEO
CEO
Developing
Developing Staff
Staff E-Mail
E-Mail Policy
Policy

AfterImproved
TR
Request Memo

Please
Please draft
draft aa policy
policy outlining
outlining appropriate
appropriate e-mail
e-mail use
use for
for
employees.
employees.
We
We need
need aa policy
policy because
because II have
have received
received reports
reports of
of misuse
misuse
including
including defamatory
defamatory messages,
messages, pornography
pornography downloads,
downloads, and
and even
even
gambling.
gambling. Here
Here are
are aa few
few points
points that
that the
the policy
policy should
should cover:
cover:

E-mail
E-mail is
is for
for business
business use
use only.
only.
E-mail
E-mail messages
messages may
may be
be monitored.
monitored.
No
No pictures
pictures or
or attachments
attachments should
should be
be sent
sent without
without aa valid
valid
reason.
reason.
E-mail
E-mail should
should not
not be
be used
used to
to discuss
discuss personnel
personnel matters.
matters.

Please
Please submit
submit aa draft
draft to
to me
me by
by October
October 22 because
because we
we hope
hope to
to have
have
aa final
final policy
policy completed
completed by
by November
November 5.
5. Call
Call ifif you
you have
have questions.
questions.

Mary Ellen Guffey, Business

Ch. 7,

Single-space
double-space
paragraphs.

Formatting EMail Messages

Use angle bra

for Internet a

Include a salu
for a friendly

Dear Dawn:
To speed telephone installation and improve service within the
main facility, we are starting a new application procedure.
Service request forms will be available at various locations
within the three buildings. When you require telephone service,
pick up a request form at your nearest location. Fill in the
pertinent facts, obtain approval from your division head, and
send the form to Brent White.
Please call me at 451-0593 if you have any questions about this
new procedure.
Best,
Jay Murray, Vice President, Facilities and Operations
Phone: (245) 451-0593 Fax: (245) 451-3389
E-Mail: jmurray@pro.com

Mary Ellen Guffey, Business

Write compl
sentences a
upper and lo
case letters

Use a complim
close and inclu
contact inform
Ch. 7,

Smart E-Mail Practices

Getting Started
Consider composing off line.
Type the receivers address
correctly.
Avoid misleading subject lines.
Apply the top-of-the screen
test.
Ryan McVay / Photodisc / Getty Images

Mary Ellen Guffey, Business

Ch. 7,

Smart E-Mail Practices

Content, Tone, Correctness
Be concise.
Dont use e-mail to avoid
contact.
Care about correctness and
tone.
Dont
Resist
humor
and you
tongue-insend
anything
wouldnt want
published
or posted on your office door!
cheek comments.
Mary Ellen Guffey, Business

Ch. 7,

Smart E-Mail Practices

Netiquette
Limit any tendency to send blanket
copies.
Never send spam.
Consider using identifying labels,
such as ACTION, FYI, RE, URGENT.
Use uppercase only for emphasis
or titles.
Announce attachments.
Mary Ellen Guffey, Business
Ch. 7,
Seek permission before forwarding.

Smart E-Mail Practices

Reading and Replying to E-Mail

Scan all messages before replying.
Acknowledge receipt.
Dont automatically return the
senders message.
Revise a subject line if the topic in a
series of messages (a thread)
changes.
Provide a clear, complete first
sentence.
Mary Ellen Guffey, Business

Ch. 7,

Smart E-Mail Practices

Personal Use
Dont use company
computers for personal
matters unless allowed
by your organization.
Assume that all e-mail is
monitored, even when
you connect to your ISP
from work.

George Doyle & Ciaran Griffin / Stockbyte / Getty

Mary Ellen Guffey, Business

Ch. 7,

Smart E-Mail Practices

Other Smart Practices
Use design to improve readability of
longer messages.
Consider cultural differences.
Double-check before hitting the Send
button.
Use instant messaging professionally
to expand your communication
channel choices.
Mary Ellen Guffey, Business

Ch. 7,

Top Ten Mistakes That Can

Sabotage
Your Career
Responding
when angry
Making address goofs
Forgetting a subject line or failing
to change it to match thread

Not personalizing your message

Skipping the salutation and closing
identification
Mary Ellen Guffey, Business

Ch. 7,

Top Ten Mistakes That Can

Sabotage
Career
IncludingYour
inappropriate
content
Instant indiscretions, off-color jokes,
and statements you will later regret

Forgetting to check for

spelling and grammar
Thinking no one else will
ever see your e-mail
Mary Ellen Guffey, Business

Ch. 7,

Top Ten Mistakes That Can

Sabotage
Your
Career
Copying
and forwarding
recklessly

Completing To line first

A slip of the fingers can send a

message before its time, and
you can never take it back.
Expecting an instant response

Mary Ellen Guffey, Business

Ch. 7,

Oops!
thought
I
deleted
Sends Imessage
to
Once a message is
server.
sent, its distribution
that cannot
e-mail!
be controlled.
World

Sender

Serv
er and processes
Stores

messages; a second
computer may keep
Retain from
weeks May duplicate, print,
duplicates
to years worth of forward, or post the
back mail
message to the Web

Archives

Mary Ellen Guffey, Business

Receiver
Ch. 7,

Typical E-Mail Messages

Request
Messages
and
Memos
DATE:
DATE:Closing
TO:
TO: Include end date and reason, if
FROM:
FROM:
possible. Express appreciation.
SUBJECT:
SUBJECT:

Opening

Frontload your direct request.

Body

Explain and justify your request. Use

Mary
Ellen
Guffey, Business
Ch. 7,
listing
techniques
to improve

Typical E-Mail Messages

Response
Messages
and
Memos
Opening

Summarize response facts.

Body

Provide details in a readable form.

Closing

Offer concluding remark,

summary, or further assistance.
Mary Ellen Guffey, Business

Ch. 7,

Typical E-Mail Messages

Procedural
Messages
and
Memos
DATE:
DATE:
TO:
TO:
FROM:
FROM:
SUBJECT:
SUBJECT:

Body
Closing
Opening

Explain
its need.
Listprocedure.
numbered
steps to
Reinforce
benefits
and provide
Announce
the
explain
theofprocedure.
Use command
source
further information.
language (do this; dont do that).

Mary Ellen Guffey, Business

Ch. 7,

Typical E-Mail Messages

Confirmation
Messages
and
Memos
Opening

Explain purpose for writing.

Body

Itemize major issues or points concisely.

Include names and titles of involved people.

Closing

Offer concluding remark,

summary, or further assistance.
Mary Ellen Guffey, Business

Ch. 7,

End
Mary Ellen Guffey, Business Communication:
Process and Product, 6e

Ch. 7, Slide
36